Documentation / Satisfaction Ratings
Documentation
- Getting Started
- Installation
- Frontend Setup
- Theming
- User Model
- Authorization
- Configuration
- Routes
- Tickets
- Public Tickets
- Bulk Actions
- Conversations
- Statuses & Priorities
- SLAs & Escalation
- Macros
- Automation Types
- Custom Ticket Actions
- Automations
- Newsletters
- Workflows
- Followers
- Satisfaction Ratings
- Collaboration
- Keyboard Shortcuts
- Events
- Scheduling
- Notifications
- Inbound Email
- Importing Data
- Single Sign-On
- REST API
- Management Commands
- Mobile SDKs
- Contributing
- Plugin Development
- Compare
Customer Satisfaction
Collect feedback from customers after a ticket is resolved. A simple 5-star rating prompt appears on the ticket page with an optional comment field.
How it works
- When a ticket is resolved or closed, the customer sees a "How was your experience?" prompt
- 5-star rating with hover labels (Terrible, Poor, Okay, Good, Excellent)
- Optional comment for detailed feedback
- Works for both authenticated customers and guest ticket holders
- One rating per ticket -- replaces if resubmitted
For agents & admins
- Read-only rating displayed in the ticket sidebar
- CSAT metrics in the admin reports dashboard: average score, total ratings, and breakdown by star level
- Dedicated CSAT settings page for tuning survey behavior and collection defaults